UC&C Support Engineer
About The Position
The UC&C Support Engineer serves as the primary technical authority for Unified Communications & Collaboration solutions, with a specialized focus on RoomSuite Simplified Collaboration Spaces and related collaboration technologies. This role provides advanced product support, troubleshooting expertise, operational readiness, and technical leadership across a broad portfolio that includes Teams integration, USB and HID peripherals, PTZ cameras, microphones, touch panels, RoomSuite Collaboration Spaces, Windows-based management systems, cloud services, and data communication technologies. The UC&C Support Engineer will act as the technical bridge between Engineering, Product Management, Support teams, strategic partners, and customers. The UC&C Support Engineer is responsible for diagnosing and resolving complex customer issues, defining and reproducing software defects, validating customer reported problems and testing software fixes in partnership with development teams. Key responsibilities include assisting in delivering technical training, establishing troubleshooting methodologies and support best practices, validating release readiness, and identifying opportunities to improve product supportability. The UC&C Support Engineer collaborates closely with engineering teams to enhance diagnostic capabilities, improve system visibility, and develop tools that streamline troubleshooting and issue resolution. The role also drives operational excellence for RoomSuite Simplified Collaboration Spaces, helping define support policies, customer recovery procedures, firmware and software management practices, and deployment standards. The ideal candidate combines deep technical expertise in UC&C technologies with strong communication, collaboration, and problem-solving skills. By enabling teams through training, documentation, escalation leadership, and continuous improvement initiatives, the SME ensures that UC&C and RoomSuite Collaboration Spaces solutions are scalable, supportable, and deliver an exceptional customer experience while fostering a culture of teamwork, accountability, and innovation.
Requirements
- Bachelors or advanced degree in computer science, electrical engineering or similar discipline.
- Minimum 5 years experience in-depth troubleshooting of USB, HID PTZ Cameras and UC&C systems protocols, USB, AV automation, and AV related AI.
- Minimum 3 years experience in-depth troubleshooting of Q-SYS or similar Linux-based AV systems
- Minimum 2 years experience with Atlassian collaborative tools, such as Confluence and Jira
- Excellent verbal and written communications skills
- Proven experience in supporting UC&C systems including Microsoft Teams, Zoom and other collaboration tools
- Strong troubleshooting and problem-solving skills
- Ability to work independently and as part of a team
- Excellent software and hardware troubleshooting skills
- Strong understanding of and experience in audiovisual systems design, technical support and troubleshooting
Nice To Haves
- CTS, CTS-D or similar Avixa technical certification desired.
Responsibilities
- Advanced support of Q-SYS clients and systems, provide efficient and effective response and resolution to a variety of incidents and service requests, identify and solve critical problems and prevent them from reoccurring via root cause analysis and automation, diagnosing and differentiating hardware issues from software issues
- Report ongoing software bugs from the field and test environments via collaborative software reporting tools (Jira), communicate the technical support team and customer requirements effectively with software developers and hardware quality to help prioritize changes that add value to our business
- Provide project status updates for management, internal stakeholders (e.g. sales), and customers, communicate progress on issues and makes modifications as needed. Ensure that all issues/tickets are addressed properly and all records are maintained in Q-SYS’s CRM system (SalesForce), bug reports (Jira), and knowledge base (Helpjuice)
- Provide on-site support to clients and end-users, focusing on troubleshooting and diagnosing technical issues. Ensure client systems are updated and optimized to meet the operational requirements outlined in the scope of work
Benefits
- health care
- dental coverage
- vision plans
- 401K benefits
- commissions/incentive compensation depending on role
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What This Job Offers
Job Type
Full-time
Career Level
Senior
